October 2021: At the onset of the COVID-19 pandemic, the number of inbound calls from both patients and HCPs climbed to unprecedented levels. The need for high-quality on-demand customer care became more evident than perhaps ever before. Inbound patient support teams suddenly found themselves on the front lines of the battle, and many are still struggling to maintain steady footing even here and now in October 2021.
Perhaps as a result of COVID-induced isolation, inbound patient support teams have become much more than just “question answerers.” For many patients and caregivers, Inbound Patient Support call center agents must be able to provide critical emotional support to lifts spirits and enable them to stay on their medication in the quest for better health and wellbeing.
This article details the call center traffic and trends we've experienced throughout the coronavirus experience.
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